What are the responsibilities and job description for the Senior Manager, Trust Strategy & Ops position at eBay?
At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.
Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.
Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.
At eBay, trust is at the heart of everything we do. Our buyers and sellers rely on us to step in when something doesn’t go as planned—and how we handle those moments can make or break long-term loyalty.
We’re looking for a Senior Manager, Trust Strategy & Operations to help lead one of the most impactful areas of our business: the policies behind eBay’s Money Back Guarantee (eMBG) which ensures that buyers get the item they ordered or their money back. This role focuses on how we protect and support customers when things go wrong after a transaction—and how we improve those experiences through thoughtful strategy, data-driven decision making, and cross-functional leadership.
What You’ll Do
$101,200 - $174,100
Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Please see the Talent Privacy Notice for information regarding how eBay handles your personal data collected when you use the eBay Careers website or apply for a job with eBay.
eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
The eBay Jobs website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies. Visit our Privacy Center for more information.
Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.
Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.
At eBay, trust is at the heart of everything we do. Our buyers and sellers rely on us to step in when something doesn’t go as planned—and how we handle those moments can make or break long-term loyalty.
We’re looking for a Senior Manager, Trust Strategy & Operations to help lead one of the most impactful areas of our business: the policies behind eBay’s Money Back Guarantee (eMBG) which ensures that buyers get the item they ordered or their money back. This role focuses on how we protect and support customers when things go wrong after a transaction—and how we improve those experiences through thoughtful strategy, data-driven decision making, and cross-functional leadership.
What You’ll Do
- Own and evolve eMBG protection policies to make sure they work for both buyers and sellers.
- Measure what matters, use customer feedback, AI tools, and data to understand what’s working, what’s not, and where we can improve. Help design and lead experiments to evaluate new customer experiences or policy changes.
- Turn policy into a measurable lever for customer satisfaction directly attributing customer satisfaction to your work
- Take responsibility for budget strategy and oversight, ensuring we’re investing our budget wisely to improve customer outcomes.
- Work closely with teams across Product, Customer Support, Analytics, Finance and Legal to launch changes, test ideas, and solve customer problems.
- Communicate clearly with executive leaders, advocating for changes that improve trust—even when they come with a cost.
- Create clear, data-backed narratives for executive stakeholders, driving decisions that improve customer trust—often with budget implications.
- 7–10 years of experience in strategy, operations, finance or policy roles with exposure to budget ownership and cross-functional work.
- Strong analytical thinking and comfort working with data teams to evaluate impact and ROI along with the willingness to dive deep into complex policy details to uncover insights..
- Ability to balance customer empathy with business impact—you can weigh trade-offs and make smart decisions.
- Excellent storytelling and communication skills, especially with senior stakeholders.
- A bias for collaboration and experimentation
- Experience developing or evolving user-impacting policies, with a strong understanding of risk tradeoffs and fairness principles.
$101,200 - $174,100
Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Please see the Talent Privacy Notice for information regarding how eBay handles your personal data collected when you use the eBay Careers website or apply for a job with eBay.
eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
The eBay Jobs website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies. Visit our Privacy Center for more information.
Salary : $101,200 - $174,100
